THE organisation that will deal with complaints about the post office only provides an online and telephone service, with no facility for written communications.

Consumer Direct is funded by the Office of Fair Trading and will take over from Postwatch to deal with post office complaints next month.

It only accepts emails or phone calls, excluding those people who wish to write letters.

However, it announced a change in policy this week after enquiries by the News and Mail on behalf of a reader wanting to complain about the bunker post office.

Postwatch currently takes complaints from customers about the post office but it will cease to exist from the end of this month when it becomes part of Consumer Direct.

A spokesman from Consumer Direct said on Monday that those who wished to write about post office issues should do so to Trading Standards.

This is not indicated clearly on the ‘contact us’ section of the Consumer Direct website and an address can only be found in the complaints policy section of the site.

Many of the people who have contacted the News and Mail with concerns about Woking post office are elderly and are among those who do not have internet access.

Mary Lucas, a community liaison officer at the Woking branch of Age Concern, said: “I think it is grossly unfair. We try to do everything simply so that people don’t have to press buttons.

“We are as horrified as everyone else with the post office situation. It was so convenient before.”

Ms Lucas, who lives in Westfield, said anyone wanting an email sent on their behalf could contact Age Concern on 01483 770753.

On its website, Consumer Direct has sections explaining what it does and does not do. But it does not explain why it does not accept letters.

It says that its service can be used to “explain your consumer rights” along with a list of other consumer issues.

The News and Mail was contacted by a reader, who wished to remain anonymous, but said he had called Consumer Direct and was told that he could not write to it.

However, on Tuesday a Consumer Direct spokesman told the News and Mail : “Consumer Direct was always intended to be an online and telephone advice service. However, with us taking over the postal sector complaints next month, we do recognise there is a need for us to take written complaints.

“We will, from October 1, provide a postal address for these issues only.”

In the meantime, anyone who wishes to contact Consumer Direct but does not have access to email can send their letters to the News and Mail at 9 Poole Road, Woking, Surrey, GU21 6DY and we will email them on your behalf.